Troubleshooting FAQ's:

Question: I can't connect to the Internet, what can I check?
Answer: Ensure your phone or Ethernet cable is securely plugged in.  Next, make sure there is power going to your modem.  If you have an ADSL modem, is the ADSL light on the modem solid green?  To check if you have an IP address, do the following:

For Windows98 or earlier, go to the Start menu, Run, type "command".  At the prompt, type "winipcfg".  A window pops up.  Use the drop-down box to select your NIC card and hit the "Release" button, then hit the "Renew" button.  If you do not get an IP address, call the Helpdesk at 1-866-389-1565.

For Windows NT or later, go to the Start menu, Run, type "cmd".  At the prompt, type "ipconfig /release" and then type "ipconfig /renew".  If you do not get an IP address, call the Helpdesk at 1-866-389-1565.

Question: How can I test my DSL speed?
Answer: DSL speed can be tested at  http://www.rtspeed.net or http://speedtest.actaccess.net.

Question: My DSL seems to be slow, what could be the cause?
Answer: There are several factors that contribute to DSL speeds.  The Internet is dynamic by nature and bandwidth cannot be guaranteed.  However, if it is excessively slow, try the above speed test websites and contact the Helpdesk at 1-866-389-1565.

Question: How do I change my e-mail password?
Answer: Call the 24/7 Helpdesk at 1-866-389-1565 and have them change your password.

Question: I didn't receive an e-mail that was sent to me, where would it go?
Answer: Check the Greymail folder by logging in to your e-mail account using Webmail at http://webmail.rtconnect.net.  The e-mail may have been tagged as SPAM.  By default, RTConnect.net's Anti-SPAM feature is turned on for all users.  Any e-mail that is identified as SPAM is put in the Greymail folder and kept their for a maximum of 14 days.   If you wish to turn this feature off, please call the Helpdesk at 1-866-389-1565.

Question: With RTConnect.net's virus protection, am I protected against all computer viruses?
Answer: Over 95% of viruses are transmitted through e-mail and RTConnect.net's virus protection scans all e-mails.  There is no 100% solution to protect against all viruses.  RTConnect.net recommends also having an up-to-date desktop virus application.

Question: I ordered a 512k DSL line, but when I do a speed test, I'm not getting 512k, why?
Answer: Bandwidth cannot be guaranteed and due to the dynamic nature of the Internet and TCP/IP must be taken into consideration.  When a particular speed is ordered, it is programmed for that maximum speed.

Question: Does RTConnect.net have a customized homepages?
Answer: Yes, log in to http://portal.rtconnect.net and you can configure your own customized webpage.

Question: How do I log in to my Webmail account?
Answer: Connect to http://webmail.rtconnect.net, enter your username and password.

Question: Can I create my own webpage with RTConnect.net?
Answer: Yes.  With RTConnect.net's Internet Services package, you can create your own webpage.  With these services, you can use any HTML editor of your choice to create your web files.  You then upload your web files at http://webftp.rtconnect.net/index.php (login with your username@rtconnect.net and password). Then access your website at http://www.rtconnect.net/~username  (Substitute your username for the italics.) and yes you need the tilde (~) symbol in front of your username.